Skip to main content
SpringerLink
Log in

Linking Technological Frames to Social Media Implementation—An International Study of Hotels

  • Conference paper
  • First Online:
Information and Communication Technologies in Tourism 2018

  • 3427 Accesses

Abstract

Social media have transformed the hospitality and tourism industry and affected how customers interact and take decisions, but have also affected organisations’ business strategies and processes. Prior research has shown that a key understanding of IT implementation in organisations is how individuals adopt, use and make sense of technologies. Despite the increased use of social media in hotel organisations there is a research gap and little is known about how individuals’ sense-making affects organisational use over time. The aim of the present study is to contribute to the research field by using Orlikowski and Gash’s (ACM Trans Inf Syst 12(2):174–207, 1994) framework of Technological Frames. The interpretative case study follows social media use in 14 hotel organisations within an international hotel chain in seven European countries over four years. The study finds incongruence and lack of dominant frames and discusses the related organisational implications.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 149.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 189.00
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Similar content being viewed by others

References

  • Aral, S., Dellarocas, C., Godes, D.: Introduction to the special issue—social media and business transformation: a framework for research. Inf. Syst. Res. 24(1), 3–13 (2013)

    Article  Google Scholar 

  • Ayeh, J.K., Au, N., Law, R.: “Do we believe in TripAdvisor?” Examining credibility perceptions and online travelers’ attitude toward using user-generated content. J. Travel Res. 52(4), 437–452 (2013)

    Article  Google Scholar 

  • Bazeley, P.J.K.: Qualitative Data Analysis with NVivo. SAGE, London (2013)

    Google Scholar 

  • Blegind Jensen, T., Aanestad, M.: Hospitality and hostility in hospitals: a case study of an EPR adoption among surgeons. Eur. J. Inf. Syst. 16, 672–680 (2007)

    Article  Google Scholar 

  • Bryman, A., Bell, E.: Business Research Methods. Oxford University Press, USA (2015)

    Google Scholar 

  • Chan, N.L., Guillet, B.D.: Investigation of social media marketing: how does the hotel industry in Hong Kong perform in marketing on social media websites? J. Travel Tourism Mark. 28(4), 345–368 (2011)

    Article  Google Scholar 

  • Cole, M., Avison, D.: The potential of hermeneutics in information systems research. Eur. J. Inf. Syst. 16(6), 820–833 (2007)

    Article  Google Scholar 

  • Crotts, J.C., Mason, P.R., Davis, B.: Measuring guest satisfaction and competitive position in the hospitality and tourism industry: an application of stance-shift analysis to travel blog narratives. J. Travel Res. 48(2), 139–151 (2009)

    Article  Google Scholar 

  • Davidson, E.: A technological frames perspective on information technology and organizational change. J. Appl. Behav. Sci. 42(1), 23–39 (2006)

    Article  Google Scholar 

  • Davidson, E., Pai, D.: Making sense of technological frames: promise, progress, and potential. Information Systems Research, pp. 473–491. Springer, US (2004)

    Chapter  Google Scholar 

  • Escobar-Rodríguez, T., Carvajal-Trujillo, E.: An evaluation of Spanish hotel websites: informational vs. relational strategies. Int. J. Hospitality Manage. 3, 228–239 (2013)

    Article  Google Scholar 

  • Figueroa, J., Cranefield, J.: Creating and sharing knowledge through a corporate social networking site: the impact of employees’ perceptions on effectiveness. In: Proceedings 16th Pacific Asia Conference on Information Systems, PACIS 2012, Ho Chi Minh City, Vietnam, 11–15 July 2012

    Google Scholar 

  • Friesen, N.: Education and the social Web: connective learning and the commercial imperative. First Monday 15(12), 19–32 (2010)

    Google Scholar 

  • Garrido-Moreno, A., Lockett, N.: Social media use in European hotels: benefits and main challenges. Tourism Manage. Stud. 12(1), 172–179 (2016)

    Google Scholar 

  • Haro de Rosario, A., Gálvez-Rodríguez, M., Caba-Pérez, M.C.: Development of social media and web 2.0 in the top hotel chains. Tourism Manage. Stud. 9(1), 13–19 (2013)

    Google Scholar 

  • Hosein, M., Hosein, M.: Social technologies and informal knowledge sharing within and across organizations. Dissertation, The School of Information Studies, Syracuse University (2013)

    Google Scholar 

  • Kaplan, A.M., Haenlein, M.: Users of the world, unite! The challenges and opportunities of social media. Bus. Horiz. 53(1), 59–68 (2010)

    Article  Google Scholar 

  • Klein, H.K., Myers, M.D.: A set of principles for conducting and evaluating interpretive field studies in information systems. MIS Q. 1(23), 67–93 (1999)

    Google Scholar 

  • Kreiner, G.E., Hollensbe, E.C., Sheep, M.L.: Balancing borders and bridges: negotiating the work-home interface via boundary work tactics. Acad. Manage. J. 52, 704–730 (2009)

    Article  Google Scholar 

  • Kvale, S.: Interviews: An Introduction to Qualitative Research Interviewing. SAGE, Thousand Oaks, CA (1996)

    Google Scholar 

  • Leue, M.C., Jung, T., Knowles, T.: Social media marketing in selected UK luxury hotels. eReview Tourism Res. 4, 1–5 (2013)

    Google Scholar 

  • Lofland, J., Lofland, L.H.: Analyzing Social Settings. Wadsworth Publishing Company, Belmont, CA (2006)

    Google Scholar 

  • McCarthy, L., Stock, D., Verma, R.: How travelers use online and social media channels to make hotel-choice decisions. Cornell Hospitality Rep. 10(18), 4–18 (2010)

    Google Scholar 

  • Menold, N.: How to use information technology for cooperative work: development of shared technological frames. Comput. Support. Coop. Work (CSCW) 18(1), 47 (2009)

    Article  Google Scholar 

  • Minazzi, R.: Social Media Marketing in Tourism and Hospitality. Springer International Publishing, Berlin (2015)

    Book  Google Scholar 

  • Mishra, A.N., Agarwal, R.: Technological frames, organizational capabilities, and IT use: an empirical investigation of electronic procurement. Inf. Syst. Res. 21(22), 249–270 (2010)

    Google Scholar 

  • Munar, M.: Social media strategies and destination marketing. Scand. J. Hospitality Tourism 2(2), 101–120 (2012)

    Article  Google Scholar 

  • Olesen, K.: Implications of dominant technological frames over a longitudinal period. Inf. Syst. J. 24(3), 207–228 (2012)

    Google Scholar 

  • Orlikowski, W.J., Gash, D.C.: Technological frames: making sense of information technology in organizations. ACM Trans. Inf. Syst. 12(2), 174–207 (1994)

    Article  Google Scholar 

  • Ovaska, P., Rossi, M., Smolander, K.: Filtering, negotiating and shifting in the understanding of information system requirements. Scand. J. Inf. Syst. 17, 31–66 (2005)

    Google Scholar 

  • Pinch, T.J., Bijker, W.E.: The social construction of facts and artifacts—or how the sociology of science and the sociology of technology might benefit each other. Soc. Stud. Sci. 14, 399–441 (1984)

    Article  Google Scholar 

  • Qi, S., Ning, C.: “Thank You for Your Stay,” and Then What? Macau Hotels’ responses to consumer online reviews. In: Information and Communication Technologies in Tourism 2017, pp. 559–569. Springer, Cham (2017)

    Google Scholar 

  • Sigala, M., Gretzel, U. (eds.): Social Media in Travel, Tourism and Hospitality: Theory, Practice and Cases. Ashgate, Farnham (2012)

    Google Scholar 

  • Sigala, M., Gretzel, U. (eds.): Advances in Social Media for Travel, Tourism and Hospitality: New Perspectives, Practice and Cases. Routledge, London (2017)

    Google Scholar 

  • Silveira-Chaves, M., Gomes, R., Pedron, C.: Analysing reviews in the Web 2.0: small and medium hotels in Portugal. Tourism Manage. 33(5), 1286–1287 (2012)

    Article  Google Scholar 

  • Sparks, B.A., Browning, V.: The impact of online reviews on hotel booking intentions and perception of trust. Tourism Manage. 32(6), 1310–1323 (2011)

    Article  Google Scholar 

  • Treem, J.W., Dailey, S.L., Pierce, C.S., Leonardi, P.M.: Bringing Technological frames to work: how previous experience with social media shapes the technology’s meaning in an organization. J. Commun. 65, 396–422 (2015)

    Article  Google Scholar 

  • van Osch, W., Coursaris, C.K.: Organizational social media: a comprehensive framework and research agenda. In: 2013 46th Hawaii International Conference on System Sciences (HICSS), pp. 700–707. IEEE, Jan 2013

    Google Scholar 

  • Varkaris, E., Varkaris, E., Neuhofer, B., Neuhofer, B.: The influence of social media on the consumers’ hotel decision journey. J. Hospitality Tourism Technol. 8(1), 101–118 (2017)

    Article  Google Scholar 

  • Weick, K.E.: Technology as equivoque: sensemaking in new technologies. In: Goodman, P.S., Sproull, L.S. (eds.) Technology and Organizations, pp. 1–44. Jossey-Bass, San Francisco (1990)

    Google Scholar 

  • Xie, H.J., Miao, L., Kuo, P.J., Lee, B.Y.: Consumers’ responses to ambivalent online hotel reviews: the role of perceived source credibility and pre-decisional disposition. Int. J. Hospitality Manage. 30(1), 178–183 (2011)

    Article  Google Scholar 

  • Yin, R.K.: Case Study Research: Design and Methods, 3rd edn. Sage, Thousand Oaks, CA (2003)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University West, Trollhättan, Sweden

    Karin Högberg & Anna Karin Olsson

Authors
  1. Karin Högberg
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Anna Karin Olsson
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Karin Högberg .

Editor information

Editors and Affiliations

  1. School of Hospitality and Tourism Management, University of Surrey, Guildford, United Kingdom

    Brigitte Stangl

  2. Business School, Centre for Tourism Studies, University of Eastern Finland, Kuopio, Finland

    Juho Pesonen

Rights and permissions

Reprints and permissions

Copyright information

© 2018 Springer International Publishing AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Högberg, K., Olsson, A.K. (2018). Linking Technological Frames to Social Media Implementation—An International Study of Hotels. In: Stangl, B., Pesonen, J. (eds) Information and Communication Technologies in Tourism 2018. Springer, Cham. https://doi.org/10.1007/978-3-319-72923-7_21

Download citation

Publish with us

Policies and ethics

Search

Navigation